kmsyd777 From Australia, joined Jul 2006, 51 posts, RR: 0 Posted (4 years 2 months 4 weeks ago) and read 4602 times:
I recently flew EK out of Dubai to SYD and was truly disappointed by the rudeness & unprofessionalism of their staff at DXB. Not only that but they failed to honour a commitment that they made on their website and all I got was multiple (incorrect / mismatched) versions of the answer to the same question from different staff members.
I came back and discovered to my utter disgust, that there is actually no sure shot way to complain to the airline either - there is ambiguity in that as well. Supposedly there is an obscure email id that you can write to, but (according to their own call centre staff) we should not expect an answer anytime soon.
There is apparently another phone number that you can ring and leave messages only and if they like, they may respond. Is this a joke? I can't find words to express my anger and disgust...
Has anyone had similar experiences in particular with EK and know if there is a way to at least get a response?
EBGflyer From Denmark, joined Sep 2006, 1085 posts, RR: 0
Reply 1, posted (4 years 2 months 4 weeks ago) and read 4418 times:
Unless you give us some examples of what really were the issues here, you're in danger of of labeling yourself as a nitpicker.
I do have to say that in general I have not been very impressed with the service on board EK. Indeed they had an impressive entertainment system and a nice new plane, but that doesn't really do it for me. If one have tried Asiana or SQ, there is a world apart from their level.
PGNCS From United States of America, joined Apr 2007, 3081 posts, RR: 48
Reply 2, posted (4 years 2 months 3 weeks 6 days 14 hours ago) and read 4042 times:
Quoting kmsyd777 (Thread starter): Not only that but they failed to honour a commitment that they made on their website and all I got was multiple (incorrect / mismatched) versions of the answer to the same question from different staff members.
Checo77 From Peru, joined Oct 2004, 1345 posts, RR: 7
Reply 4, posted (4 years 2 months 3 weeks 6 days 2 hours ago) and read 3876 times:
Quoting AR385 (Reply 3): There are two sides to every story. You are only providing yours and that one´s pretty incomplete. Unless you elaborate, there are no grounds for this thread to develop into anything meaningful.
planejamie From United Kingdom, joined Sep 2011, 576 posts, RR: 1
Reply 5, posted (4 years 2 months 3 weeks 3 days 10 hours ago) and read 3572 times:
When I flew EK RUH-DXB a few years ago (about 3 now I think) I wasn't impressed by them either. We gave them a try to see if it was a long haul possibility and I've vowed never to fly EK again. Their public image is all flashy/luxurious/best in the world, in reality it isn't. Being squeezed 10 abreast on a 777 with a fairly average seat pitch, stale food (well it seemed that way) and fake flight attendants (by fake, I mean robotic with a fake smile during boarding/disembarking and just a cold face the rest of the flight).
I asked for a passenger survey form, however the crew mysteriously "ran out" of them... hmm... whilst it was a 90 minute flight, it was one of my worst one hour ones. The only saving grace was the IFE. In fact, SV on the same route using a clapped out 747-300 (with no working air conditioning and being on one of the middle 4 block seats) was actually a better experience! I think they now use -400s and 777s, however for the money I (well my father) paid for EK, it isn't good value. SV I got a nice curry and a warm feeling from the crew. Can't wait for SV to fully join SkyTeam!
Quokkas From , joined Dec 1969, posts, RR:
Reply 7, posted (4 years 2 months 3 weeks 2 days 4 hours ago) and read 3372 times:
I had hoped that the OP would come back with a bit of information about what actually transpired. Was it a missed connection? Was it their not offering a free upgrade? Did you have to check in overweight hand luggage? What commitment made on their website was not honoured? Commitments are usually conditional on certain things happening. For example, if you want to take advantage of the complimentary hotel during a long layover, this needs to be booked at least 24 hours in advance and is only available if your fare/ itinerary qualifies. In the absence of any information on the nature of the grievance, it is impossible to offer any useful advice.
No way to complain? In worst case you can write to PO Box 686, Dubai, UAE giving a calm and precise outline of what caused you to complain and stating what you regard as a reasonable and acceptable outcome. Make sure that you include names, dates, times, were the staff Emirates, Dnata or Dubai Airport, etc as vagueness can not be followed up.
There is a feedback page on their website. They did have an email address firstname.lastname@example.org. Is that not working? There is a phone number listed in the White Pages and available on their website for your locality (assuming that you are in Sydney). If you tried that number I highly doubt that they just said "don't expect an answer anytime soon". The calls are monitored and that would be a sure fire way to lose a job. More likely they said "don't expect an immediate answer", for the simple reason complaints take time to investigate. That is true in any large organisation. Depending on the nature of the complaint resolution may be quick or take longer.